Technical Support Associate

The Technical Support Associate handles front-line communication with customers via online channels (e.g., Facebook, Shopee, Lazada, TikTok). They assist with basic troubleshooting, usage concerns, and issue documentation. Their main goal is to ensure smooth communication and accurate forwarding of technical issues to the appropriate internal teams.

Key Responsibilities:

• Respond to customer inquiries, complaints, and troubleshooting requests.
• Coordinate with R&D or 3D Printer Specialist for deeper diagnostics.
• Assist in preparing documents and processing warranty claims with suppliers.
• Monitor customer concerns to identify repeat product issues.
• Maintain clear logs of customer interactions, resolutions, and follow-ups.
• Support internal communication flow between customer-facing channels and the technical team.

Skills & Qualifications:

• A degree in Electronics Engineering, Mechanical Engineering or a related field.
• Previous customer service or technical support experience is a plus.
• Knowledge of in electronic components products, the internet of things (IoT), robotics, and 3D Printing related field is a must.
• Strong troubleshooting and problem-solving abilities.
• Excellent communication skills (written and verbal).
• Prior experience in customer support or technical assistance is a plus.
• Ability to work in a fast-paced environment and stay updated on product features.